C-stores need to bring their “A-game” every day. That’s been increasingly clear year-over-year
Boosting frontline staff retention, increasing productivity, and enhancing knowledge to deliver the right customer experience that bolsters both customer loyalty and profits are now critical success factors
A mobile frontline workforce platform is the key to achieving these goals. WorkJam calls this: Workforce Orchestration.
FRONTLINE WORKFORCE ORCHESTRATION PLATFORM
sets the stage for
What is task and workforce orchestration?
It’s the coordination of staffing and scheduling, training, and real-time communications in managing staff.
WORKFORCE ORCHESTRATION PLATFORMS NEEDED:
Effective workforce orchestration happens only when task management, learning management, staffing, and communications are handled seamlessly, through one platform rather than siloed apps—when there’s a single user experience via one mobile device.
EFFECTIVELY ORCHESTRATE THE FRONTLINE WORKFORCE?
HOW CAN C-STORES
It’s a simple equation
Single pane of glass visibility into all data to simplify the user experience
Application modules that work seamlessly together, but can also operate in standalone mode
Leveraging existing systems of record
Harnessing complete knowledge of users to drive automation
Configuration flexibility to fully model the customer organization
Effective frontline workforce orchestration
POTENTIAL ROI FOR MOBILE WORKFORCE OPTIMIZATION PLATFORM:
with a pay-back period of less than
WELL-ORCHESTRATED FRONTLINE WORKFORCE
BETTER EMPLOYEE EXPERIENCE
Better Customer Experience and Retention
Properly orchestrating the frontline workforce creates effectively and comprehensively trained employees who:
Are clear on the tasks they have been assigned to perform
Have a stake in their own schedule
Work in an environment that’s appropriately staffed
The end-result: Employees are not only happy
— they’re obsessively engaged.
That engagement leads to a better customer experience, increased customer retention, and a better bottom line.
It’s all in the numbers.
Average turnover cost per hourly minimum-wage employee:
including cost to train replacement… and disengagement is a major cause of retail turnover.
Companies with engaged employees outperform those whose employees are not engaged by up to
Increasing customer retention rates by
boosts profits by
25% to 95%
of consumers will trust a company that provides “good” customer service
of consumers will trust one that does not .
but only 40%
A “good” customer experience makes consumers
of consumers forgive companies for a bad customer experience .
but only 30%
more likely to patronize a company that is new to them
BIG BENEFITS FOR
A mobile platform that delivers…
Consistent customer experience
Operations planning with analytics reporting
…streamlines operations, leading to…
It’s the promise of true workforce orchestration—a promise that’s best delivered by
Average ROI: 410%
Payback: <6 months
Staff optimization savings: $2.7 million over 3 years
Employee turnover expenditures savings: $14.2 million over 3 years
Employee turnover reduction: 51%
Store manager scheduling savings: $12.7 million over 3 years
Store manager time reduction: 20%
Increase in compliance on execution: 85%
Reduction in safety incidents: 64%
Average number of retired desktop systems or apps: 4+
Digital Workplace Work For You
WorkJam supports effective workforce orchestration for retailers of all types, within and beyond the convenience store space.
1- Only with WorkJam Digital Workplace. Based on Forrester: The Total Economic Impact (TM) of WorkJam's Digital Workplace, a study of a composite organization of companies with 116 months experience in using WorkJam Digital Workplace. Composite organization comprised 50,000 retail workers across 1,000 stores, with an average of 50 frontline employees per store. | 2- Investopedia, The Cost of Hiring a New Employee | 3- Dale Carnegie Employee Engagement Survey https://digital.dalecarnegie.com/en/employee-engagement-survey | 4- Bain & Company, Retaining Customers is the Real Challenge
5/6/7/8- Qualtrics XM Institute, ROI of Customer Experience | 9- Based on Forrester: The Total Economic Impact (TM) of WorkJam's Digital Workplace
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